Perception Agent - Bilingual

Company Description

Alterfina is a fast-growing company reinventing alternative consumer financing.

Our mission: to offer credit solutions that are tailored, human, and responsible.

We aim to become the preferred alternative financing solution for Canadians by helping them overcome immediate financial challenges while equipping them to build healthy long-term financial habits.

Our five core values—respect, integrity, empathy, innovation, and excellence—guide everything we do and shape our culture.

Joining Alterfina means becoming part of a dynamic team where your role has a direct impact on the company’s success… and on our customers’ lives

Purpose of the Role

The Collections Agent’s main responsibility is to support the company by managing overdue accounts and moving each file closer to being brought up to date. This includes assessing payment capacity, verifying the client’s identity and financial situation, proposing realistic arrangements, negotiating with clarity and respect, and documenting every decision and action.
The role involves various tasks related to handling delinquent accounts. The person in this position must communicate with past-due payers to negotiate payment agreements and inform them of the consequences of non-payment.

What You’ll Do Daily

• Protect the company’s portfolio and minimize losses.
• Queue management & prioritization — Process a daily prioritized queue while respecting follow-up deadlines.
• Client contact (inbound/outbound calls, email, SMS) — Establish a human and constructive connection, validate identity, clearly explain account status and next steps, using active listening, de-escalation, and negotiation techniques.
• Payment arrangements — Assess current payment capacity (income/expenses), propose realistic plans, and document all agreements made with clients.
• Compliance & ethics — Follow applicable provincial regulations and internal policies while maintaining complete, traceable documentation for every interaction.
• Quality & continuous improvement — Follow scripts and best practices; be open to coaching.
• Support the preparation of legal documents.
• Manage your workload and prioritize accounts accordingly.
• Meet productivity and quality standards.
• Perform any other related tasks assigned by your immediate supervisor.

Your Profile

You’re the right person if you are or have…

• Bilingual, both written and spoken.
• A college diploma (DEC) and at least 2 years of experience in collections.
• 1 to 3 years of experience in a similar role, allowing for quick familiarity with collections (a strong asset).
• Strong verbal communication, calm and empathetic approach.
• Good negotiator with strong objection-handling skills — able to finalize sustainable arrangements.
• Strong organization, rigorous follow-up, and ability to manage multiple files simultaneously.
• Ability to adapt quickly and easily.
• Strong customer service orientation.
• Skilled at quickly building trust with clients.
• A recognized team player.
• Comfortable working with financial software/tools.

Why You’ll Love Working at Alterfina

• A culture that values your autonomy and judgment.
• Hybrid work: 3 days remote + 2 days in our beautiful Saint-Hubert office.
• Recognized work–life balance (Concilivi certification!).
• Comprehensive insurance, telemedicine, and EAP.
• Group RRSP with employer contribution.
• Generous vacation, 5 sick days, and 2 personal days.

Looking for a position where your contribution truly makes an impact? Join us!

Please send us your résumé by email!

The masculine form in this description is used solely to simplify the text.